EP 2187611 A4 20101103 - METHOD, DEVICE AND CALL CENTER SYSTEM FOR TEXT CHAT ROUTING
Title (en)
METHOD, DEVICE AND CALL CENTER SYSTEM FOR TEXT CHAT ROUTING
Title (de)
VERFAHREN, GERÄT UND ANRUFZENTRALE ZUR TEXTCHATLEITWEGLENKUNG
Title (fr)
PROCÉDÉ, DISPOSITIF ET SYSTÈME DE CENTRE D APPEL POUR LE ROUTAGE DE CONVERSATIONS TEXTUELLES
Publication
Application
Priority
- CN 2009070204 W 20090119
- CN 200810210180 A 20080829
Abstract (en)
[origin: EP2187611A1] A method and device for routing a text chat and a call center system, which relate to the field of communication technology and enable one operator agent to provide a text chat service for several clients at the same time. The method includes the following steps. When receiving a request message of a text chat call, an operator agent state is inquired, and the operator agent state includes a serving state. When the inquired operator agent state is the serving state, a routing of the text chat call is configured. The present invention is able to save a service cost of a call center, and enhance a service quality of the call center system.
IPC 8 full level
H04L 12/58 (2006.01); H04M 3/523 (2006.01)
CPC (source: EP)
H04L 12/1818 (2013.01); H04M 3/5191 (2013.01); H04M 3/5232 (2013.01); H04M 3/42365 (2013.01); H04M 2201/18 (2013.01)
Citation (search report)
- [I] US 2003099343 A1 20030529 - DEZONNO ANTHONY J [US]
- [I] US 6665395 B1 20031216 - BUSEY ANDREW T [US], et al
- [I] US 2008147863 A1 20080619 - EVANCHIK STEPHEN A [US], et al
- [A] WO 0128206 A1 20010419 - QUINTUS CORP [US]
- See references of WO 2010022592A1
Designated contracting state (EPC)
AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO SE SI SK TR
DOCDB simple family (publication)
EP 2187611 A1 20100519; EP 2187611 A4 20101103; CN 101662701 A 20100303; WO 2010022592 A1 20100304
DOCDB simple family (application)
EP 09809177 A 20090119; CN 200810210180 A 20080829; CN 2009070204 W 20090119